Input – Process – Output Process Training Input – Process – Output Laying out a Process

The Process What is a Process? A Process is a: “Set of interrelated or interacting activities which transforms inputs into outputs.”

A Process INPUTS and OUTPUTS Inputs and Outputs may include equipment, materials, components, energy, information & financial resources, among others ISO 9001:2000 stresses the importance to identify, implement, manage & continually improve the effectiveness of the processes in order to achieve the company objectives.

What is What? GLOSSARY Process = A Set of interrelated or interacting activities which transforms inputs into outputs. Procedure = Specified way to carry out an activity or a process (may be documented) Product = Results of a Process Effectiveness = Ability to achieve desired results. Efficiency = Results achieved against resources used.

Process then Procedure EXERCISE You are the owner of a coffee shop. You require a PROCESS. Then you require a PROCEDURE for a cup of Coffee. Some Questions you may wish to ask yourself (among others) What are your inputs from the customer? What do you need for the coffee? How do you fill the order? What is the final product?

The Process Where does it fit In ? What other processes are involved? Effectiveness = Ability to achieve desired results. Inspection Hot Water Coffee Dispatch Purchasing Transport Monitoring Training Release Planning Improvement Specification Feedback Efficiency = Results achieved against resources used.

The Procedure (Low Detail) MAKING a CUP of COFFEE Specification Instruction Product ORDER(Customer Input) Cup *Hot Water Coffee Sugar Milk Spoon MANUFACTURE Hold Cup Add water Add Coffee Add Sugar Add Milk Stir RECEIPT(Customer Feedback) A Standard White Cup of Coffee Customer Feedback *another procedure within our facility

The Procedure (High Detail) How much Detail is Required ? WHAT ? HOW ? WHEN? WHERE ? ORDER(Customer Input) 250 ml cup *Hot Water Standard Coffee Brown Sugar Full Cream Milk Tea Spoon MANUFACTURE Hold Cup Pour Water 1 x tspn Coffee 2 x tspn Sugar Dash of Milk Stir x 4 RECEIPT(Customer Feedback) A Standard White Cup of Coffee At the Table After Dinner Customer Feedback form *another procedure within our facility

A Procedure + + + + + =

Managing the Process Define the Process, What Now? Define the Process, Detail the Training of operators, Provide Resources, (tools etc) Define Criteria & Methods to operate & control the process, Define how the Process will be Measured, Define how the Performance will be Monitored.

Monitoring the Process Is it Effective? Can you Improve It? Is your Procedure Effective? How do you Monitor it? How do you Measure it? Can you Improve it? You can only improve on that which you can measure!